Troubleshooting Guide: Reckon Accounts Toolbar

This will serve as an outline for possible troubleshooting steps for the SmartVault Toolbar integration into Reckon Accounts (RA). Generally troubleshooting options are listed in order of most common or most likely to fix most issues and should be tried in that order.

Common Problems

No Toolbar

Exit SmartVault and Reckon Accounts.

Exit SmartVault - right click the green keyhole icon in the system tray (bottom right of screen) and select Exit.

Verify that the Display scaling optionLet me choose one scaling level for all my displays is enabled.

Windows 8.1:

Right click on your desktop and select Screen resolution.

Click Make text and other items larger or smaller on the window that opens.

Verify that the option labeled Let me choose one scaling level for all my displays is enabled. If not, check to enable this setting.

Verify their DPI settings in display is set to Medium (100%) other DPI can cause the toolbar not to display or to display unusually. You will need to reset the computer. We do not support higher DPI settings.

Windows 10:

Right click on your desktop and select Display Settings.

Click on Advanced display settings at the bottom of the page.

Click on Advanced sizing of text and other items

Click on Set a custom scaling level

Make sure that Scale to this percentage of normal size is set to 100% and restart the computer.

Verify Reckon Accounts is integrated with SmartVault, correct if needed.

Check if Reckon Accounts is running in the background

End the Reckon Accounts processes running in the background.

Open Reckon Accounts and open your company file

Right click on task bar and click on "Start Task Manager."

Go to Processes tab and click on the tab Image Name.

Select the QBW32 processes one by one and click on End process.

Make sure only QBW32 processes are ended and then close Task Manager.

Exit out of SmartVault from the system tray.

Close SmartVault & Reckon Accounts.

Make sure you run both Reckon Accounts and SmartVault as administrator to see if this resolves the issue. You do not need to continue doing this if it does not resolve this.

Verify If the company is not integrated with a an old trial or another account account.

If you have or had signed up for multiple SmartVault accounts, your company file may still be provisioned with the old account that is either closed or you may have used a different email with. If so, please contact SmartVault Support for further assistance.

Toolbar is not aligned

Verify that the DPI settings in display is set to Medium (100%) other DPI can cause the toolbar not to display or to display unusually. You will need to reset the computer. We do not support higher DPI settings.

Windows 8.1:

Right click on your desktop and select Screen resolution.

Click Make text and other items larger or smaller on the window that opens.

Verify that the option labeled Let me choose one scaling level for all my displays is enabled. If not, check to enable this setting.

Verify their DPI settings in display is set to Medium (100%) other DPI can cause the toolbar not to display or to display unusually. You will need to reset the computer. We do not support higher DPI settings.

Windows 10:

Right click on your desktop and select Display Settings.

Click on Advanced display settings at the bottom of the page.

Click on Advanced sizing of text and other items

Click on Set a custom scaling level

Make sure that Scale to this percentage of normal size is set to 100% and restart the computer.

Scans not going into toolbar

Verify that the scanner is working, and can scan normally outside of SmartVault Check profiles for ScanSnap or Cannon scanners are configured correctly.